ITSM / CMDB ServiceNow Analyst

About the Role

We are looking for a skilled Business Analyst with strong experience in ITSM processes, CMDB, and ServiceNow . The ideal candidate will work closely with business and technical teams to translate requirements into actionable solutions, support process improvement, and drive ITSM project execution.

This opportunity is with our client, a global integrated energy company leading the transition to a net-zero future.

Key Responsibilities

• Conduct requirements gathering, stakeholder interviews, and process mapping
• Create user stories, functional specs, and process documentation
• Collaborate with ServiceNow and ITSM teams for solution design & enhancements
• Support UAT planning, test case creation, and defect triage
• Ensure CMDB and ITSM processes align with organizational standards
• Facilitate communication between business and technical stakeholders

Must-Have Skills

Strong analytical & problem-solving abilities

Experience in requirements gathering & stakeholder engagement

Ability to create user stories, documentation, and process flows

Excellent communication skills to bridge business & technical teams

Should-Have Skills

Familiarity with ITSM frameworks (ITIL)

Understanding of CMDB data models & governance

Exposure to ServiceNow (Incident, Change, Problem Modules)

Certifications (Preferred) : ITIL v4 Foundation / ServiceNow CSA

Could-Have Skills

Basic exposure to automation / workflow platforms

Experience creating test cases and supporting UAT

General understanding of cloud environments

Knowledge of workflow or low-code tools

About (Client)

Our Client is a global integrated energy company operating in over 60 countries, delivering energy solutions while accelerating the shift toward a net-zero future .

The company fosters an inclusive, collaborative environment grounded in safety, respect, excellence, courage, and teamwork , with strong emphasis on innovation, continuous learning, and hybrid work flexibility.